科研管理

科研管理

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渠道冲突后第三方介入对关系修复的影响

谢庆红1，王嘉馨1，江柱忠2   

  1. 1.西南财经大学工商管理学院，四川 成都610074；
    2.中国大地保险营业部，上海200122
  • 出版日期:2018-12-20 发布日期:2018-12-21
  • 通讯作者: 王嘉馨
  • 基金资助:
    西南财经大学：“中央高校基本科研业务费专项资金”（项目号：JBK171108，起止时间：2017.6-2019.6；项目号：JBK1802043，起止时间：2018.3-2018.12；项目号：JBK1805008，起止时间：2018.6-2022.6）；国家自然科学基金项目（项目号：71672150，起止时间：2017-2020）资助。

Influence of third party intervention on relationship repair after channel conflict

Xie Qinghong 1, Wang Jiaxin1, Jiang Zhuzhong2   

  1. 1. School of Business Administration, Southwestern University of Finance and Economics, Chengdu 610074, Sichuan, China;
    2. Sales Department of China Continent Insurance, Shanghai 200122,China
  • Online:2018-12-20 Published:2018-12-21

摘要： 有效的冲突管理能缓解渠道冲突对关系质量的消极影响，有利于双方关系的修复。现有渠道组织间关系修复的文献关注二元结构下冲突方的自主修复。网络社会的渠道关系已由二元演变为多元关系，第三方介入冲突管理不仅必要而且必然。本文基于社会平衡理论和第三方介入的权变模型，研究渠道冲突后，第三方介入对关系修复的影响；化解不同类型的冲突（情感冲突和认知冲突）应采用的介入方式（过程介入和结果介入）。本研究使用情景模拟实验法，设计2×2的组间实验，收集221份有效样本，运用SPSS 23进行实证分析。研究发现：渠道冲突后的第三方介入有助于关系修复；介入方式和冲突类型的交互效应显著。本文拓宽了渠道冲突管理的主体，丰富了渠道关系修复理论与文献，为渠道成员管理渠道关系提供了思路。

关键词: 渠道冲突管理, 第三方介入, 关系修复

Abstract:  Effective conflict management can alleviate the negative impact of channel conflict on the quality of the relationship, and therefore is conducive to repair the relationship between two channel parties. Extant literature on the relationship repair between channel members focus on the self repair of conflict parties under dyadic structure.Under the circumstance that the channel relationship in the network society has evolved from dualism to pluralism, third party intervention in conflict management is not only necessary but also inevitable. Based on social balance theory and the contingency model of third party intervention, this article explores the impact of the third party intervention on relationship repair between two parties after the channel conflict; and the type of intervention modes(process intervention and outcome intervention) should be adopted in differnet conflict situations(emotional conflict and cognitive conflict). In this study, we collect 221 valid samples through 2 x 2 scenario simulation experiments. Using SPSS 23, we find that: the third party intervention after channel conflict has a significant positive effect on the channel relationship repair; intervention mode and conflict type have a significant interaction effect. This paper broadens the subject of channel conflict management, enriches the theory and literature of channel relationship repair, and provides new ideas for channel members to effectively repair the relationship after channel conflict.

Key words: channel conflict management, third party intervention, relationship repair